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Description

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Overview:

CCEIImplementing Cisco Contact Center Enterprise is a 3-day course that teaches you how to build and implement a Cisco® Packaged Contact Center Enterprise (PCCE) solution, including advanced integration of external data, Single Sign-On (SSO), and process detail for the Contact Center Enterprise (CCE) solution with examples of the various deployment models. This integration process enables businesses and organizations to deliver a connected digital experience of continuous and capability-rich journeys for your customers, across time and channels. This course teaches you to install the CCE solution and provide Tier 2–3 solution support. The focus is on Day 1 support for a new CCE deployment.

This course will help you:

  • Learn how to optimize management of CCE solutions for smooth, connected, and efficient digital experiences across multiple channels
  • Manage the effects of using CCE solutions for scalability, flexibility, and growth to support larger contact center enterprises

Prerequisites:

The knowledge and skills that a learner should have before attending this course are as follows:

  • Advanced knowledge of computer networking components: Windows A/D, SQL Server, and components
  • Understanding of IP networks
  • Strong understanding of Cisco Packaged Contact Center Enterprise functionality
  • Advanced experience administering of Cisco Packaged Contact Center Enterprise
  • Working knowledge of Unified Communications Manager and Voice Gateways

Recommended Cisco offerings that may help you meet these prerequisites:

  • CCEA: Administering Cisco Contact Center Enterprise
  • CCEAA: Administering Advanced Cisco Contact Center Enterprise
  • CCEF: Understanding Cisco Contact Center Enterprise Foundations
  • CLFNDU: Understanding Cisco Collaboration Foundations
  • CCNA: Implementing and Administering Cisco Solutions

Audience:

The primary audience for this course is as follows:

  • Deployment engineer
  • Sales engineer

Outline:

Planning a Cisco Packaged Contact Center Enterprise Deployment

  • Packaged CCE Component Overview
  • Call Flows Review

Staging a Packaged CCE Deployment

  • PCCE Deployment Planning and System Design Specification
  • Software Compatibility and OS Requirements

Preparing CCE Software for Installation

  • General Considerations and System Requirements
  • Active Directory Considerations

Administering Security Certificates

  • Security Certificate Overview
  • Install and Configure Certificate Authority

Introducing the Packaged CCE Integration Wizard

  • PCCE Inventory and Service Accounts
  • Run the PCCE Wizard

Adding a Site to Packaged CCE

  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations

Integrating Cisco Unified Intelligence Center, LiveData, and Cisco Finesse

  • Compare Real Time vs. Live Data
  • Complete Cisco Unified Intelligence Center Integration

Personalizing the Packaged CCE Dial Plan

  • CCE Dial Plan Components
  • Ingress Gateway and Cisco Unified Border Element Dial Plans

Configuring to Validate Deployment

  • Confirm Configuration Readiness
  • Unified Communication Manager Administration

Scripting for Packaged Contact Center Enterprise

  • Configure Script Editor
  • Use Microapps

Configuring Single Sign-On

  • SSO Overview
  • Configure SSO Prerequisites

Lab Outline:

Labs are designed to assure learners a whole practical experience, through the following practical activities:

  • Navigate CCE Discovery Architecture and Components
  • Explore ICM Configuration Tools
  • Observe Installed CCE Software
  • Certificate Store Navigation
  • Add a Remote Site to PCCE
  • Personalize Cisco Finesse Server
  • Configure Site Dial Plan
  • Verify Configuration Details to Facilitate Final Testing
  • Configure Deployment of VXML Functionality
  • Build a Series of Test Scripts
  • Enable Single Sign-On

Additional information

Length

3 days

Guaranteed to run

No

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